Director, Intake Operations Support

Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO.
LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.
We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.
Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.
Salary: $130,715 - $169,929 /Year

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.
We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.
We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.

What can I expect to do in this role?

Primary function
Legal Aid Ontario (LAO) is currently seeking a Director, Intake Operations Support.
The Director, Intake Operations Support will be primarily responsible for the management of all intake systems and operational and training supports integral to the successful delivery of LAO's certificate program. The successful candidate will have oversight of and be responsible for ongoing enhancements and improvements to LAO's forecasting, scheduling, and reporting on the delivery of LAO's certificate program services provided through the Contact Centre and Centralized Services. The successful candidate will also be responsible for LAO's digital self-service tools, including the client portal.
The position will also focus on improving LAO's client and user experience by optimizing client business systems and tools, conducting training and performance analysis, and managing all referral, intake and certificate services knowledge and information management (KIM) resources. The successful candidate will build and contribute to a philosophy of continuous improvement to all aspects of LAO's intake processes.
As a member of the Operations division senior management team, the Director, Intake Operations Support will work in collaboration with senior leaders and staff across LAO to ensure all intake systems and operational supports and tools, including knowledge and information management are effectively enhanced and integrated into operations.
The ideal candidate will bring a transformational vision to modernize, streamline, and further enhance LAO's intake processes as well as a solid and well-reasoned plan to execute their vision. The ideal candidate will be an experienced leader with a history of relationship building and fostering of collaborative relationships with diverse stakeholders. The ideal candidate will be committed to learning all aspects of LAO's service delivery, business and ensuring that decision-making is data-driven and consistent with LAO's statutory mandate.
This presents an exciting opportunity for an experienced leader with a strong operations background in a client focused service delivery environment.

How do I qualify?

Mandatory

Education
• A bachelor's degree in a relevant field; advanced degree (master's or higher) is preferred, however we recognize and value diverse educational backgrounds and experiences. Equivalent professional experience, industry certifications, or a combination of education and practical experience will also be considered
Professional Experience
• Experience in operational program support and training with a minimum of 8 years experience, however, we understand that valuable expertise can be gained through various professional paths
• Candidates with a slightly shorter duration of direct experience but who can demonstrate significant achievements and impact in the field are encouraged to apply
• Experience in systems management in a client service environment
• Knowledge and experience in data analysis, including using data to support decision-making and change management
• Proven track record in providing effective operational support to enhance organizational efficiency
• Experience delivering improvements in digital service delivery
• Extensive experience in designing, implementing, and managing training programs for operational teams
• Proven ability to understand and interpret financial, statistical and performance measurement data

Key Accountabilities:

We are seeking an individual with operational expertise, transformational change management experience, and a solid understanding of the principles of modern public sector management.
The Director, Intake Operations Support will oversee the management of three teams, and work closely with the Director, Operational Policy Management, as well as the Centralized Services and Contact Centre teams to ensure effective and integrated intake and operational supports.
Specific accountabilities include:
• Leading the Contact Centre Operations team in providing:
- Workforce management functions, such as forecasting and scheduling for the Contact Centre and Lawyer Service Centre (LSC)
- Overseeing the transformation of LAO's Contact Centre technology through the successful implementation of a new Contact Centre platform
• Leading the KIM and Training team in managing:
- Referral, intake and certificate services knowledge and information management (KIM), content development and training
- Expansion of the KIM system to encompass all aspects of the Operations Division, with a goal towards expanding the tool organization-wide
- Contact Centre onboarding and change management training program
• Leading the Business Systems Support team in delivering:
- Digital channel management, expansion and optimization
- Embedding key digital service delivery principles into the Operations division business planning, such as embedding User Experience (UX) and Client Experience (CX) principles and processes
- Ensuring the effective management of all LAO's Client Business Systems, including Client Record Management, LAO's Client Portal, Live Chat and other digital tools and channels
• Providing oversight and reporting and support for LAO's Telephone, Live Chat, and Summary Legal Advice programs
• Coordinating and improving all Quality Assurance functions as it relates to LAO's intake processes
• Managing departmental budgeting and forecasting
In addition, this position will support improved employee engagement, Equity, Diversity, Inclusion & Belonging goals and LAO's French Language Service obligations.

Knowledge, Skills and Abilities:

Leadership
• Demonstrated track record of effectively leading and managing teams, fostering a positive and inclusive work culture
• Demonstrated collaborative leadership style and a history of empowering staff to have confidence in their decision making
• Ability to remain calm and conscientious in an often high-pressure work environment and manage multiple competing priorities
• Strong negotiation skills and a proven ability to build consensus and make principled decisions
• Experience in leading change and managing multiple projects and programs simultaneously
• Analytical and strategic thinker, including the ability to anticipate and proactively address organizational risk
• A proven problem-solver with a history of data-driven decision-making
• An understanding of broad principles of equity, diversity and inclusion
• A commitment to mentorship and developing team members
Communications skills
• Strong consultation, facilitation, communication and negotiation skills
• Demonstrated ability to collaborate with a creative and proactive problem solving mindset
• Strong written and oral communication skills, with the ability to quickly and succinctly synthesize complex information for a diverse audience of internal and external stakeholders
• Ability to build and maintain positive relationships with internal and external stakeholders
• Exceptional active listening skills and the ability to obtain buy-in from a diverse audience with often-competing priorities and viewpoints
• Demonstrated knowledge and experience with computer software including but not limited to: Word, Excel, Outlook, PowerPoint, and PeopleSoft
Preferred Qualifications & Competencies:
Leadership
• Experience in management in a public sector, unionized environment
• Professional history of modeling public sector values of accountability, transparency, and value for public funds
Justice Sector Knowledge
• Solid understanding of the justice sector, the needs of low income Ontarians, and the particular challenges of legal aid service delivery
• Knowledge of a broad range of legal aid services, including those provided by clinics, student legal aid service societies and Indigenous Legal Service Organizations
• Knowledge of public sector service provision and oversight, including familiarity with public sector budgeting, the Transfer Payment Accountability Directive, and the Legal Aid Services Act, 2020
Communications Skills
• Fluency in French is an asset